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Business Profile

Fast Food Restaurants

Chick-fil-A, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:

    Chick-Fil-A provided BBB with the following information
    for consumers seeking assistance: 

    To our customers to best resolve your concerns we
    recommend reaching out to our Customer CARES team directly for assistance with
    your issue. You can contact CARES either online at Chick-fil-A.com by navigating to our Customer Support page or you can call us for more
    immediate assistance at 1-866-232-2040 Monday thru Saturday 9am-10pm EST.

Complaints

This profile includes complaints for Chick-fil-A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Chick-fil-A, Inc. has 369 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 116 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/16/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They did not give me all the items I paid for.I called and left a message but they do not call me back.I filed a complaint with the online ordering by ******** but they did not respond either.

      Customer Answer

      Date: 12/19/2022

      I had already called on 12/16/22 but I do not know what proof to offer for that.

      I just called again and this time a real person answered.

      He told me the same thing though.

      "We'll forward your complaint to the store manager."

      This is my complaint: the store manager never responds.

      Many others have left online feedback along the same lines.

      As of now my complaint is not resolved.

    • Initial Complaint

      Date:12/07/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Catering order made: Store # ***** Store Address: **************************************************************** Store Operator: ******************************* Order # ******* Amount of order : $1,095.23 Order date and time: 10/19/2022, 10:31:16 Delivery Address: ********************************************************************* Guest Count: 60 Chick Fil A account Phone Number : ************ I placed a catering order on the date refrenced above. They put my phone number into the system correctly, however they did not spell my name right. I am guessing this is why it did not show up on my account. It was not until after the 30 day window that i realize the points were never awarded to my account. I then contacted chick fil a by on line form as well as by phone and was told they could not help each time. Being a repeat signature member, i would think there would be better customer service than this for a big points level member.

      Customer Answer

      Date: 12/08/2022

      See attached. I emailed them and was told they could not help. 25033697 Is the CARES case number. I also called, but did not get given any referencing information. 

    • Initial Complaint

      Date:12/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 11/29, I visited the location at Terminus-******* on **************. I experienced HORRIFIC customer service from employees ******** (a manager at that location) and ********** called Chick Fil A customer cares on that same day to report my concern and to ask for the owner operator to call me back. And if not the owner operator, then someone at Chick Fil A corporate with whom I could share my experience. I was told that someone would be calling me back within ***** hours. As yet, no one has contacted me.

      Customer Answer

      Date: 12/03/2022

      Tell you why what?

       

      chick fil a provided horrible service. I am not pleased. I would like to speak with someone at Chick Fil A. I would like an acknowledgment of my complaint and an apology from Chick Fil A. And I would like a refund. 

      what else is there to understand?  I am at a loss. 

    • Initial Complaint

      Date:11/30/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Placed a mobile order with chick fil a on 11, 22, 2022 about order ******* @6:54PM at the ******************************************************************* i went into the location to pick up they gave me wrong less order, went back they refuse to do anything, i call the next day get ***** racist manager who refused to do anything about my concerns at all. i am outof my right order and my money

    • Initial Complaint

      Date:11/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Greetings, Im really shocked at the recent service from the chic fil A located in Queens, ******** at the **************************. I have alerted HQ a few times and no one has reached out to me for a resolution. Chic Fil A has a reputation of having outstanding service but this location is definitely dimming the star. Hence the reason some things might need to stay out of *** and Im a total *** girl but I fell in love with this food chain from spending time down south. Two weeks ago I received cold food and colder customer service and nobody from the management team seems to have a problem with it.At this point refund my money and I wont be visiting again I ordered my food from the chic fil A so my refund should not be hard to find

      Customer Answer

      Date: 12/02/2022

      I contacted the We Care number 2xs already via telephone.  I was advised they can not do anything they see my issue in the system and I must wait for someone from the five towns chic fil a to contact me. Management from the location has never contacted me this is why I contacted headquarters because this isn't normal Chic Fil A behavior and its acceptable. 

    • Initial Complaint

      Date:11/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      THE LOCATION WAS AT THE ***************. I SPEND OVER $50 ON SOUTHWEST SALADS AND EACH ONE HAD LETTUCE THAT WAS TURNING BROWN. VERY DISAPPOINTING.

    • Initial Complaint

      Date:11/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order through the app on 11/14/2022 for $27.98. I was given the wrong order. When I called, they told me they were unable to refund me or give me the correct order another day. Therefore, I was charged when I never received the correct order, which is ridiculous. The lady on the phone literally told me to go ahead and dispute with my credit card because there was nothing she could offer to do for me. This is completely unacceptable and I want a refund for that order.

      Customer Answer

      Date: 11/28/2022

      I had contacted their cares team. There was no resolution given. All they did was thank me for the feedback. I have attached what they said. 

    • Initial Complaint

      Date:11/26/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order using the Chick-Fil-A mobile app on November 22, 2022 and when I returned to my office, discovered that they gave me the wrong drink, forgot my utensils, napkins, and granola for my yogurt.When I attempted to contact the restaurant (Central **************** Plaza) using the phone number on the receipt, I was connected with an answering service that was completely useless. They apologized for the issue with my order but had absolutely no ability to issue me a partial refund or store credit for my next visit.After this horrible experience, it is highly unlikely that I will return to Chick-Fil-A again in the future.

      Customer Answer

      Date: 11/28/2022

      Chick-Fil-A Cares did nothing to help resolve my issue, as I stated in my original complaint.

      Customer Answer

      Date: 12/09/2022

      This screenshot (attached) of my outgoing call on Tuesday, November 22, 2022 is the only proof I have (aside from the initial response from Chick-Fil-A indicating that they received my call on this date)

      The bottom line is that they did not get my order correct and could not do anything to make the situation right since they were just a call center.  They were also unable to put me in touch with the restaurant where the problem occurred.

       

      I honestly thought it was one of the worst customer service experiences and has made me rethink ever going back to their Riverside location, as this is not the first time they have gotten my order wrong.

       

      Thanks so much for your help with my complaint.

    • Initial Complaint

      Date:11/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I downloaded the mobile app....and they have a ongoing promotion that for every home game that the tampabay lightening hockey team wins a game...you will receive a free food item to choose from to redeem in their store....well the hockey team won their game on November 13, 2022---sunday game....but I didn't receive my free reward on the mobile app...I called their customer service number and all they did was pass the buck telling me to contact my local store....I called the local store and they told me that it was the marketing departments problem....I have gone back and forth online with chick-fil-a trying to get them to resolve this simple issue and they just keep passing the buck to another department and not resolving the problem

      Customer Answer

      Date: 11/22/2022

      I contacted their toll free customer service cares line and all they told me was to call the local restaurant to resolve the situation.....when i called the local restaurant in my area they said they could not do anything and that it would have to come from the marketing department.....all chick-fil-a wants to do is pass the buck to other departments and in the meantimed there is nothing being  done to resolve the situation

    • Initial Complaint

      Date:11/20/2022

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Chick Fil A Got my order wrong 3 times and I called customer care to let them know and they said the store would call me to resolve but that didnt happen.I have called customer cares numerous times and no one from corporate has called me back yet.Not only do they have terrible customer service, they have terrible franchise owners and terrible management. its been over a month and still no contact.

      Customer Answer

      Date: 11/22/2022

      Ive contacted customer cares over 4 times and still no response! This is disgraceful! 

    Chick-fil-A, Inc. is BBB Accredited.

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